This following document sets forth the Fair Use Policy for the BalanceWell website, www.balancewell.com.au
What is Fair Use Policy?
Excellent client service is paramount at BalanceWell Bookkeepers, which is why we aim to provide you with the highest level of support and advice across our range of services.
We want our clients to enjoy access to bookkeeping or business advice when needed and our Fair Use Policy is there to ensure our clients, and our team, have the best experience possible. We value open communication and welcome your phone calls and meetings. That said, while we love to talk with you, there is an expectation for clients to understand when dealing with us.
Our service commitment to you:
We strive to always treat clients fairly, honestly, and with respect. As a result, our services to clients aim to be efficient, accurate, and reliable. We aim to make our contact with clients timely, professional, courteous, and fair. Our staff aims to be accessible, provide accurate and meaningful information, and accept and respond to your feedback promptly.
Making contact with us:
You can contact us by phone, email, or make an appointment to see us face-to-face. When contacting us by phone or email, we aim to respond to you either at the first point of contact or within one (1) working day. We schedule jobs for clients, appointments, and staffing responses to client needs in advance and ask that you respect that we may be booked or in appointments with other clients when calling or emailing.
Urgent requirements or after-hours work:
Yes, we do meet these needs. However, in our experience, this can usually be avoided by clients providing documents and responses in a timely fashion. Urgent or after-hours work does attract a fee, simply as we are required to pay that to our staff. We are experts at scheduling your appointments and needs in advance so you can avoid both the stress and the extra charges and also meet your deadlines so you achieve a balance in your life, and we ask you to understand that we also wish to achieve that in our own business.
Why Fair Use Policy:
There might be some clients who use so much of this service that it might adversely affect the response time and deteriorate the experience for the majority of our clients. We also want to make sure everyone gets the experience from their chosen price plan.
To ensure everything is running smoothly and we meet our best practice objectives, we continuously monitor the contact and requests of our clients each month.
We expect our clients to use their service considerately and their usage doesn't disproportionately affect our capacity.
If we determine that any of our clients use the service inappropriately, their activity does greatly affect the service. Our Fair Use Policy manages inappropriate use and makes sure the service can be used fairly by everyone.
How does the Fair Use Policy work? Most clients will not be affected by the Fair Use Policy where they contact us to get a reasonable amount of bookkeeping and business advice.
However, where we find that we are continually chasing paperwork, repeating ourselves, fixing too many client errors, responding to an unusually high volume of calls or emails outside of appointments or office hours, responding to questions that should be met within a training session, or generally being asked inappropriate questions, we will advise the client they may need some additional training or another service to satisfy their needs.
Where you contravene our Fair Use Policy, we may contact you to discuss changing your usage so that it conforms to this Fair Use Policy;
We reserve the right to vary the terms of the Fair Use Policy from time to time without prior notice and the current terms of our Fair Use Policy is displayed at all times at www.balancewell.com.au;
If we make contact to advise that you have contravened this Fair Use Policy and your excessive or unreasonable use continues, we may, without further notice to you;
o Suspend or limit the Service (or any feature of it) for any period we think is reasonably necessary; and/or
o Amend your monthly package rate to allow for extra work being provided, which is beyond reasonable usage; and/or
o Terminate your agreement if a resolution cannot be reached.
BalanceWell welcomes your comments regarding this Fair Use Policy. If you have any questions about this Fair Use Policy and would like further information, please contact us by any of the following means during business hours Monday to Friday.
Call: +61 7 431103257
Post: Attn: Fair Use Policy Policy, BalanceWell, PO Box 70, Carina Q 4152, AUSTRALIA